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KillianLett posted:Does anyone else have "Due dates" on tickets? This is a new thing for me, and I find them generally pointless. Most of the time due dates and the like are used for stats and metrics. Your department/msp can use it to say "we close 92.65% of tickets under the due date". While for the front line people it means nothing, for managers and c levels it's more numbers to help justify their budgets
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Jun 22, 2018 16:12
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We don't have a ticketing system. Owned, scrubs.
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Jun 22, 2018 16:37
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blackswordca posted:Most of the time due dates and the like are used for stats and metrics. Your department/msp can use it to say "we close 92.65% of tickets under the due date". While for the front line people it means nothing, for managers and c levels it's more numbers to help justify their budgets We are supposed to put TARGETED COMPLETE DATE on tickets, which is kind of stupid because we'll just set them to something absurd.
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Jun 22, 2018 17:32
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blackswordca posted:An email came in How nice of them! 
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Jun 22, 2018 17:39
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Ticket due dates are how we supposedly track SLAs. Obviously nobody pays attention to them.
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Jun 22, 2018 17:40
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We use the due date field for dependencies in project tickets, ie. the contract goes live on this date so this ticket needs to be completed before then. They don't get much use for support tickets.
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Jun 22, 2018 17:45
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We used to have to manually put an estimated repair time into every ticket. It was stupid, because if we knew what was wrong, we'd fix it right then and there. If we didn't know what was wrong, then we didn't know how long it would take until we figured it out. We used to just slam in 2 hours for every ticket no matter what happened. In a sort of happy ending, eventually logic was implemented that automatically calculated an ETR based off of a bunch of variables like average fix time of other similar tickets, location, time of day, and total number of outages ongoing. A lot of time, effort, and money was spent calculating "about 2 hours, plus or minus 15 minutes".
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Jun 22, 2018 17:46
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Wibla posted:How nice of them! I sent an email immediately telling them I needed production not dev licensing. 4 hours later I get an email. "Your ticket is now closed. Please fill out the survey below and let us know how we did. This email address is not monitored, emails.sent to.it will.not be replied too." Don't worry vendor, I'm sure you will find the survey quite filled out...
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Jun 22, 2018 17:48
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KillianLett posted:Does anyone else have "Due dates" on tickets? This is a new thing for me, and I find them generally pointless. Coincidentally the quality of work per has decrease since the only thing I"m tracked on is whether or not I close it before it's "red" on a report. We also have tickets put into the system for admin tasks up to 60 days in advanced which are labeled as emergency with 6 hour time to close. stupid stupid stupid
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Jun 22, 2018 17:56
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Thanks for the feedback. Sounds like I'm not the only one that is hating the damned due dates. And yeah, it's generating tension within the support staff for no particular reason. The mentality of the job being "To close tickets" vs. "To solve problems and make the customer happy (if possible)" is annoying.
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Jun 22, 2018 19:45
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KillianLett posted:Thanks for the feedback. Welcome to MSP life. Where only the stats count and the customer doesn't matter.
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Jun 22, 2018 19:57
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Some of our tickets now have a field on them that counts down to when we've contacted the customer. This is set 3 hours after the ticket was created. Not when the ticket is assigned, just created. So it sits in the HD queue for 2 hours, finally gets to us and now all of our tickets have a red bar on them with a customer contact SLA violation on them. This change was never mentioned to us, and was something we never agreed to so we just ignore it. But seriously what a dumb field to track.
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Jun 22, 2018 20:03
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Automated reply on ticket generation: Thank you for your ticket, it is very important to us. An agent will process your ticket in the order it was received. <muzak> Congratulations, you are now meeting your SLA.
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Jun 22, 2018 20:37
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People that think it's funny to reply 'thanks' or 'ok' to a ticket so it re-opens...
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Jun 22, 2018 20:39
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Bob Morales posted:People that think it's funny to reply 'thanks' or 'ok' to a ticket so it re-opens... I used to have a pre formatted reply for those kind of things that basically said if you want to thank me, fill out the survey and to only reopen if we did something wrong.
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Jun 22, 2018 22:43
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I'm guessing people don't really grasp that it reopens it vs. thinking it's funny.
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Jun 22, 2018 23:15
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My ticketing system is getting a Slack when there's problem. If it's something that I can't get to right then or is multi-day, I'll stick it in Trello with a due date of my own choosing to make sure I don't forget. Yes, I know it's convoluted and not an ideal process. It's temporpermanent while more important things get implemented.
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Jun 22, 2018 23:36
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Zil posted:I used to have a pre formatted reply for those kind of things that basically said if you want to thank me, fill out the survey and to only reopen if we did something wrong. Javid posted:I'm guessing people don't really grasp that it reopens it vs. thinking it's funny. Back when I worked for the university Hell Desk as a student employee, I had a nontraditional old student reopen their ticket with "Thanks for the help!" When I re-closed it, I included a message that they didn't need to thank me and that replies would reopen the ticket. They replied with "oh, I didn't realize that, sorry!" 
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Jun 22, 2018 23:39
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Javid posted:I'm guessing people don't really grasp that it reopens it vs. thinking it's funny. Magnus Praeda posted:Back when I worked for the university Hell Desk as a student employee, I had a nontraditional old student reopen their ticket with "Thanks for the help!" When I re-closed it, I included a message that they didn't need to thank me and that replies would reopen the ticket. some people just absolutely have to have the last word, and can't wrap their heads around the fact that support people literally have to have the last word because of how technology and company policy work
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Jun 22, 2018 23:45
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People who reply to closed tickets, period. Unless its "this needs addition work for reason 'x' ".
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Jun 23, 2018 00:02
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KillianLett posted:Does anyone else have "Due dates" on tickets? This is a new thing for me, and I find them generally pointless. That's happened twice since I've been here. Management sees no conflict between this and asking us to document fixes in Remedy so it can be used as a knowledge base.
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Jun 23, 2018 01:14
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We avoid the "thanks" replies from reopening tickets by having a specific link in the e-mail to press which opens up a reply e-mail with the subject" reopen INCXXXXXX" and the body goes in the comments. They can also press a button on the ticket itself to reopen the ticket. Now users can send all the Thanks they want.
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Jun 23, 2018 01:35
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Nobody can read though, so they will hit reply six months later and say “this is broken again!!!”, then repeat it CCing increasing numbers of C-levels each time.
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Jun 23, 2018 01:40
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Controlled power outage to install solar panels. Shut down all non-critical infrastructure. UPS shields at 21% and falling. Work is complete and half of our critical infrastructure going down is currently reliant on the power company showing up within the next hour to turn everything back on.
klosterdev fucked around with this message at 03:09 on Jun 23, 2018 |
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Jun 23, 2018 02:59
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Thanks Ants posted:Nobody can read though, so they will hit reply six months later and say “this is broken again!!!”, then repeat it CCing increasing numbers of C-levels each time. Theoretically, once a ticket is closed in ServiceNOW it cannot be reopened, period. Some of our monitoring tools manage to re-open weeks old closed tickets instead of new ones, but we are assured that cannot happen.
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Jun 23, 2018 03:26
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klosterdev posted:Controlled power outage to install solar panels. Shut down all non-critical infrastructure. UPS shields at 21% and falling. Work is complete and half of our critical infrastructure going down is currently reliant on the power company showing up within the next hour to turn everything back on. Fuckin read only friday. Murder anyone who disagrees. (he says, currently waiting for a client's full backup to finish so he can get started upgrading a VmWarE cluster).
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Jun 23, 2018 03:36
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klosterdev posted:Controlled power outage to install solar panels. Shut down all non-critical infrastructure. UPS shields at 21% and falling. Work is complete and half of our critical infrastructure going down is currently reliant on the power company showing up within the next hour to turn everything back on. Well it's been an hour and no update, godspeed recovering your fubar'd infrastructure sir.
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Jun 23, 2018 04:05
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Sheep posted:Well it's been an hour and no update, godspeed recovering your fubar'd infrastructure sir. Power outage happened a couple towns away, power company ran late. At 8 minutes left on the UPS, we took down everything that could be shut down without breaking things horribly, brought us to 15 minutes, we found a couple extra batteries, did a swap, first one had a fault, tried the other battery, it worked, it bought us enough time for the power company to get here and flip the switch. Feel like I just rode a roller coaster.
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Jun 23, 2018 05:41
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Corsair Pool Boy posted:Theoretically, once a ticket is closed in ServiceNOW it cannot be reopened, period. Some of our monitoring tools manage to re-open weeks old closed tickets instead of new ones, but we are assured that cannot happen. I’ve seen closed tickets get updated Activity Logs, usually via the email listener, but I’ve never seen it actually change from a Closed state back to Active.
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Jun 23, 2018 05:48
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Proteus Jones posted:I’ve seen closed tickets get updated Activity Logs, usually via the email listener, but I’ve never seen it actually change from a Closed state back to Active. Oh yeah that's tons of fun when it's an offline alert on the second page (where no one is going to look). We were told it wasn't possible and actually had to find more to prove to the devs it was broken. Apparently one incident that clearly closed and then re-opened a month later wasn't enough. We frequently see Solawinds block a ticket from going to resolved even if the issue is no longer present, that problem comes and goes every few months. I'm confident that in 2-3 years it will be working as well as the CRM we left behind because someone didn't want to renew the license before SNOW was actually ready to go. The other problem that I've been asking to be fixed for a year is auto-resolving tickets after we change the status from new (meaning we've worked it and contacted the customer). Email them at 3am that the office is down, Comcast resolves their outage, the site comes back up, and no one on our end lets the customer know. The devs are apparently insisting it works just like it did before (it does not), and this is a low-priority feature upgrade. It happens with all 3 of our systems (when SW isn't keeping things from closing entirely).
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Jun 23, 2018 06:22
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Corsair Pool Boy posted:Theoretically, once a ticket is closed in ServiceNOW it cannot be reopened, period. Some of our monitoring tools manage to re-open weeks old closed tickets instead of new ones, but we are assured that cannot happen. This is default behavior. However, admins can setup any field to be editable after ticket is closed. We allow activity log to allow support folks to update ticket with any additional info. Default behavior is to move INC ticket to resolved and then system auto closes after 3 days. There is a property to change the time limit.
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Jun 23, 2018 08:14
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klosterdev posted:Power outage happened a couple towns away, power company ran late. I’ve always considered a UPS to be there to give you enough time to shut things down cleanly. If shutting things down is going to cause massive problems then you need to look at a generator and someone to show up and put more fuel into it.
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Jun 23, 2018 11:02
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A generator costs more money, though. Good luck squeezing it out of management.
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Jun 23, 2018 11:11
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It's possible to rent a generator, you know...
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Jun 23, 2018 11:34
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Still more expensive than abusing UPS's and making it ITs problem. If management were known for being willing to spend money on necessary poo poo, the last thread would've been a third the size
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Jun 23, 2018 11:36
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oh rly posted:This is default behavior. However, admins can setup any field to be editable after ticket is closed. We allow activity log to allow support folks to update ticket with any additional info. Default behavior is to move INC ticket to resolved and then system auto closes after 3 days. There is a property to change the time limit. I believe that. But after 72 hours, we're not able to add anything. There are times it would be nice, if only to say issue recurred, see inc000#######
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Jun 23, 2018 15:49
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Wibla posted:It's possible to rent a generator, you know... Generators are easy to rent when there isn't a power outage. Becomes much more difficult when there is one. Especially when it inevitably happens after 6:00 on a Friday or weekend.
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Jun 23, 2018 18:35
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You’re supposed to rent it before the outage not during it . Batteries for a data center are expensive and running your UPS down like that is a good way to shorten the mean time between spending money on new ones.
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Jun 23, 2018 18:54
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https://i.imgur.com/Yd0dW6M.mp4
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Jun 23, 2018 19:15
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Partycat posted:You’re supposed to rent it before the outage not during it . Prior Planning Prevents Piss Poor Performance 
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Jun 23, 2018 19:20
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